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The Metaphors for Business Relationship Management (BRM) can
be helpful ways to think about and describe the BRM role, discipline and
organizational capabilities. There are three metaphors we currently use today. They are as follows:
BRM as a Connector:
The BRM acts as a connector
between the Service Provider organization and its Business Partners – forging
productive connections between Provider resources and the Business Partner and
among Business Partners. There are three
primary aspects to the BRM’s role as a connector: Facilitate productive connections
and mobilize projects and programs.Stimulate, surface and shape
business demand for the Business Partner while increasing the savviness within
the Business Partner regarding the Provider’s services and products.Influence the Provider to ensure
appropriate supply of services and products, both in terms of quality and
capacity. (1)
BRM as an Orchestrator:
The BRM also acts as an orchestrator
between the Provider organization and i…

In a previous blog from the ITSM Professor we focused on the
relevance of ITIL and ITSM Best Practices to contemporary IT service
providers. We learned how a successful
DevOps initiative must embrace ITSM, Lean, Agile and other frameworks and
practices to ensure success. The
solution to value is like a diamond and has many facets! In 1992 I read an article that talked about
the key to delivering value and the topic was all about People, Process and
Technology.
Twenty-five years later I must agree this is still the
winning formula. What might be different
is how we view and utilize these for success. What will Change? People – Integrated teams with
ownership and accountability. Visualized workflow and clear direction. Communication, Education and Collaboration
required. Inspire
and Educate!Process – NO MORE overburdened bureaucraticdifficult processes to follow.
We want just enough process, just enough governance and the process
activities will no longer be siloed to just Design …

With the onset of practices such as DevOps,
Continuous Delivery, Rugged Code, and Value stream mapping, is ITIL / ITSM Best
Practice still relevant? The short and emphatic answer is YES! Let’s look at how ITSM Best Practices
are relevant and enable some of the initiatives that are in the foreground of Service
Management for many contemporary IT organizations today. DevOps –
DevOps is a cultural and professional movement that focuses on communication
and collaboration to ensure a balance between responsiveness to dynamic
business requirements and stability. Therefore,
things like Lean and Value Stream Mapping, practices like Continuous Delivery
and Continuous Deployment, all become a subset or a building block to a
successful DevOps initiative. DevOps is
frequently an organic approach toward automating workflow and getting products
to market more efficiently. Ok, if we can accept that then the next question is
… What are you going to automate? ITSM Best Practice – Provides the cornersto…

In today’s world where demand for up to date
services has grown and the lead times for delivery has continued to be
shortened I am often asked, what is the best tool? The answer is, of course,
“it depends!” Every organization has different needs, budgets and resources,
however the requirements for automated building, testing and delivering new
functionality has never been greater. Every organization must be able to look at the
list of requirements for tools from both the operational and development sides
of the IT organization as the functions become more and more integrated. The starting point is a list of generic
requirements. An integrated suite is preferable and should include options such
as: Service PortfolioService CatalogService Design ToolsDiscovery/Deployment/Licensing TechnologyWorkflow or process enginesCMDB’SConfiguration Management Systems (CMS)Self Help for UsersRemote ControlDiagnostic UtilitiesReporting Tools/DashboardsService Knowledge Management System (SKMS)Depending…